Featuring:

Angelina Gennis, Senior Analyst

Shar VanBoskirk, VP, Principal Analyst

Colleen Fazio, Senior Analyst

Brendan Witcher, VP, Principal Analyst

Dipanjan Chatterjee, VP, Principal Analyst

Katy Tynan, VP, Principal Analyst

Gina Bhawalkar, Principal Analyst

Pete Jacques, Principal Analyst

Rick Parrish, VP, Research Director

Brad Haag, Senior Analyst

Show Notes:

We come to you live this week from Forrester’s annual CX Summit NA conference in Nashville! This year, Forrester unveiled its new Total Experience Score framework, a new measurement that connects brand and CX to deliver a more comprehensive picture of where brands stand. We spoke to some Forrester analysts at the event to discuss the research they shared and insights they gathered.

Find out more: Customer Experience Conference 2026 | North America